Often, accountant/client disputes can be traced back to problems with communication. Sometimes the accountant is surprised to learn that the client expected some task to be done that the accountant wasn’t even aware of. Other times, deadlines are missed because the client didn’t realize the CPA was waiting for him to provide crucial information.
Many times, failures of communication are really failures of connection. You may in fact be providing information to the client, but in a way that isn’t successful. Different people process information in different ways, depending upon a number of characteristics and circumstances. Understanding this can go a long way to helping you avoid some of these common complaints.
Some clients are sophisticated and able to handle jargon-filled conversations and documents. Others need more simplified explanations. Take your cues from your clients: match their language, listen to their questions, ask follow-up questions to check their understanding.
Keep in mind that a client’s circumstances can affect their ability to comprehend. Even the most sophisticated or experienced client may not process everything when meeting with you about serving as the executor of their father’s estate when he/she is still dealing with the recent death. You may need to repeat some instructions or follow up with even simple requests a week or two later.
Note that people from different generations often prefer communicating in different ways. Baby boomers may appreciate a phone call or face-to-face conversation while those from Generation Y rarely answer their phone or listen to a voicemail message. The best way to avoid frustration and missed messages is to establish at the outset of a representation the expected communication methods. Ask your client how they want you to reach them and adapt to the client’s preferences rather than forcing them to adapt to you. You may find that you will need to text some clients asking them to open an email or inquiring if you can speak with them on the phone.
No matter how your client prefers to be contacted, always preserve a written record of any interaction, especially any instructions, requests for consent, information about deadlines, or sharing of responsibilities. This is helpful both for making sure nothing is overlooked and for reference should a dispute arise later.
Keep your clients up to date on what is happening even before they ask, and even if only to say that nothing has happened since the last update. This shows the client that you haven’t forgotten him and that you are monitoring the situation. Remember that, while it may be one out of hundreds of jobs you are handling, for your client, it may be the only thing on her plate and looms much larger as a result.